Plusnet Reviews 11,351

Had optic fibre installed and getting less than minimum speed. Internet keeps going down and plusnet does not care about it.
Seems plusnet are nothing but scammers

Date of experience: December 27, 2024

I had 5-star service on 18th December from Hugh in Plusnet Sheffield who identified a fault in our, obviously superseded, John Lewis router. Appointment therefore booked for Christmas eve for an engineer to replace said router. So far, so impressive. However Jack - nice enough guy - turns up at the appointed time, plugs his gizmos into the router and confirms the fault. When asked the obvious question: I assume you have a replacement with you? came the answer: No, I gave away my last one last Thursday. So due to Plusnet's failure to communicate an identified problem to the people on the ground, we have continued to have frustratingly intermittent internet over Christmas. I await a new router by post (God help us on that score) but, at 74, it will be a lottery whether I can install it myself.......

Date of experience: December 24, 2024

Very bad all round. Avoid like the plaque.

Date of experience: December 25, 2024

WiFi keeps cutting out have tried everything but still cuts out and has done this for the past 3 months getting sick of it now and will be going to another provider.

Date of experience: September 02, 2024

Would give 0 stars if I could. 2 weeks without internet, they booked an engineer who cancelled an hour before. Sorted that then a week later says I need to pay my bill as no card payment set up? So I try to pay, money goes into pending on bank, but error message. Spent ages on the phone to get nowhere, waited until it was back in bank to pay again, same issue, then tried again on different device, still same issue. Now on Xmas eve I have no internet, and almost £70 down until I can ring the bank after Xmas. Honestly avoid these at all cost I can’t wait to be out of contract. Would NOT recommend at all they don’t care about customers one bit. They also owe me a lot in compensation which I am still yet to hear anything about. AVOID

Date of experience: December 24, 2024

Plus Net is part of BT and one would have thought had good communication skills by now.
One is unable to contact Plus Net by email.
The phone number is difficult to find.
The email communication sent to me did not say if it related to my Mobile of Broadband a/c.
I feel let down by a company that is big enough and ugly enough to know better. I have no hope that others will find any improvement as long as plenty of punters keep paying them.
Their phone and broadband service was average and improved a little after raising a concern over poor mobile and broadband reception.
It is time that management stopped feeling important and started to give its customers a better customer service as well as a top of the range product offering. There are better, lower cost providers out there.

Date of experience: December 01, 2024

Shocking. Avoid like the plague. My friend has been trying to activate for 4 weeks. 5 routers later they happily take his money but can't provide Internet. Even telling him at one point that his address didn't exist. Cancelled subs and requesting compensation. Awful.

Date of experience: December 20, 2024

Really really poor. Signed up for plusnet on the 1st November and still waiting for broadband on the 20th December.
The engineer came out on the 25th Novemeber, said everything would be good to go in 1 hour but then apparently logged an issue with the fibre optic cable that lead to a delay with my order, to make matters worse he also stole the ethernet cable that came with the router and ignored me when I tried to contact him regarding this.
Since then I've received the same update every week saying that they are chasing open reach but open reach have not provided an engineer, this has been going on for 4 weeks now with the same non update every week.
I've waited patiently every week for an update until this week when they've completely ignored my case and not provided an update so I've had to chase them up myself and got absolutely nowhere.
I was told the case management team for my order had now finished for the day so nothing could be done.
I have streaming services that I've paid for that I'm not able to use and it's now almost certain we'll have no broadband until the new year at the earliest.
A poor experience all around where plusnet and open reach have done absolutely nothing to help.

Date of experience: November 25, 2024

Approximately 18mths ago we had a fault with connection, very random connectivity. I reported it then and it took 2 weeks to sort out, the engineer said that his fix was a temporary one in order to get back online as he had connected it onto the 2nd line available, though the speed would be reduced.
This temporary fix was still in place until 4 Dec 24. We have now had no Internet since then, on the many times I gave spoken/reported it again during this period all I get is how sorry they are but with no action being taken.
The last time I spoke to them 17 Dec 24, I was told that it may be fixed before 24 Dec 24 but it was unlikely!
We will be facing a Christmas with no internet in a rural location with unreliable phone coverage.
As soon as I can I will be leaving Plusnet, as I can not see any pluse's with staying with them.

Date of experience: December 20, 2024

We literally live in a 50 sq meters apartment and PlusNet’s super broadband service works just in the reception and can’t make it to the work stations nor the master bedroom.

When calling to request solutions, they literally said: “change to a premium provider” or buy an extender. In other words, they acknowledge how crappy their service is and are happy about it.

Furthermore, they’ll impose ridiculous commitment or permanence clauses.

Date of experience: December 19, 2024

Shocking internet and no customer support

Date of experience: December 18, 2024

Was with them for a couple of years beforehand & decided to renew this time last year for 18 months at an inflated price as I thought it was worth avoiding the hassle of switching & they were half decent tbf. B=Since the switch though, they have absolutely terrible in terms of customer service, increases in price & very intermittent connectivity & narrow bandwidth/speed. Extremely disappointing & will be switching to a cheaper & better provider in 6 months.

Shame as they used to be a decent firm!

Date of experience: December 18, 2024

It's a complete and utter shit service, they told us they would fix the issue of our Internet going out Wednesday or Friday no date or time completely useless we have been subscribed for over two years, pay on time and they don't give a crap about us unreliable, lazy, doesn't give a crap

Date of experience: December 18, 2024

Date of experience: December 18, 2024

We have been without internet connection for 10 days now. We’ve had 4 different estimates for when it will be fixed - all of which have been missed. The problem is a simple one - a tree came down on our property and took the cable with it. My husband has coiled the cable up nicely waiting for someone to reconnect it. Openreach appeared at one point and told us they had not heard about our fault from Plusnet. They’d picked it up on their own monitoring. They confirmed our felled cable is the only issue (Plusnet keep telling us there’s a major service outage) the latest estimate to have it fixed is 20 December at 4pm - when this isn’t met I’m sure we will be facing a Christmas with no internet in a rural location with unreliable phone coverage.theyve refused to provide a MiFi device to get us by. Merry Christmas to us 😡

Date of experience: December 17, 2024

Increased price within weeks then told me they will close and bill me the whole term and pass it onto a debt collector who will add 25% if i wasn' happy
Avoid plusnet!

Date of experience: December 17, 2024

Speeds slow,connection often unavailable and now spent an hour trying to confirm speeds promised and speeds available.
Managed finally to access members area.
Access links provided via emails? "Server not found".
DownDetector says that this is not unusual...

Date of experience: December 16, 2024

I switched from fibre 75 to fibre 300 since then I have had issues the download speed has been 45 to 53 not 300 plusnet have confirmed this but still waiting to sorted the fault is intermediate they are blaming me and my PC and all other equipment that uses the Internet also when the engineer came he was 2 hours early and asked why he was early he replied he had mixed all his jobs up
I have also left messages for them to ring me but they don't so when they finally did ring me I asked why no call I was told that no message was sent to ring me also when you ring them you get a recording saying that they pride themselves in giving exalence customer service another lie they don't listen to customers and say they have done everything they can to resolve the problem but I still have the problem
Do not use them they will lie & rip you off

Date of experience: December 06, 2024

Go elsewhere their router is garbage and we have never had anywhere close to the speeds paid for.

Date of experience: December 15, 2024

Average speed,60mbps!!! no chance, I get 18.52
Mbps. That's it best they can do. Don't use if want to do anything apart from browsing.

Date of experience: December 14, 2024